When you’re running a service business with technicians or contractors in the field, you trust they’re representing your company well. You coach them on proper attire, how to professionally enter homes and businesses, and how to conduct their work safely. So, how can you gauge if your field workforce is toeing the line? How will you know if they’re violating your company ethics policies?
The truth is you won’t know. Unless you’re riding along with them everywhere they go, you rely exclusively on trust. And while some customers might report bad behavior, most will simply fall off your radar without saying a word.
You can implement a few key measures to ensure your field teams are performing at their best. There are also red flags and signs to look for when evaluating your team’s field performance. Additionally, an ethics hotline can be just the solution you need.
Why Ethics Policies for Field Technicians Are Important
Anyone who performs work within your organization is charged with representing your business. And they should each be held to a higher standard of ethics. Not having a robust ethics policy in place can open your company up to lawsuits, regulatory fines, and gaps in productivity. If a field technician steals from a customer’s home, falls onsite, or causes property damage, it’s your business that’s on the line. A well-executed and transparent ethics policy can be your first line of defense against these risks.
Safety Compliance Missteps
One of the most important guidelines you expect your field workers to follow involves safety. You have procedures in place, from wearing a seatbelt on the drive to proper fasteners for climbing. Not abiding by these safety precautions will result in workplace injury or near-miss events. Stay on top of your teams by promoting safety as a first rule of thumb. Provide resources and training, including sending any rookies to job sites with the veterans, so safety definitions are clear. And if you notice a surge in injuries or near misses in the field, it’s an indicator that those policies are not effective.
Bad Apples in Every Bunch
Most of your field technicians are reliable, enjoy their work, and represent your brand well. But situations change, and people do make bad decisions. Take the extra steps you need to monitor key areas of concern, including tool inventory checks, expense receipts, and customer care follow-up calls. You can’t catch everything. However, these methods of oversight can provide insights for you to stay proactive. Ethics violations can present in a variety of forms. So, branch out into every aspect of operations to keep a finger on the pulse of your teams.
Why an Ethics Hotline Makes Sense
You might presume ethics hotlines or whistleblower reporting is only reserved for organizations with employees working in one common space. But companies with field technicians, salespeople, and contractors who spend their time out and about need ethics hotlines, too. It provides an anonymous outlet for reporting from anyone, including workers, customers, and vendors. And those calls come to your desk first, allowing you to investigate and resolve issues before they become overwhelming.
Consider adding an ethics hotline to your roster of ethics policy enforcement. And let Ethical Advocate help you get started.